Complaints are unfortunately a part of any organisation and so having a robust and complaint complaint handling procedure in place is essential. Whether it is a minor issue that can be resolved instantly, or it is a formal complaint that requires an investigation and formal response; it is imperative that your complaint policy and procedure ensures a consistent and fair approach to handling customer complaints.
What Should a Complaint Procedure Cover?
A standard complaint handling policy and procedure should aim to include a policy statement; the scope of the document; your company objectives on how complaints will be handled and responded to; how customers can raise a formal complaint and what the timeframes are for receiving a response.
The more detailed areas of a complaint procedure template include controls for complaint handling; staff training; investigations; generic decision letters and responses and responsibilities.